The DSS Call Logging Centre is an essential part of the maintenance contract provided to clients. It is manned by fully qualified dedicated Help Desk Analysts from 8.00am to 6pm each evening, Monday to Friday. Calls out of normal office hours are made to a unique allocated number. This team is dedicated to handling customer queries and recording equipment faults, dispatching the relevant personnel on-site if necessary, and acting as a point of contact for escalation of any urgent matters requiring immediate attention.
Web-Based Call Management System
A vital part of the Maintenance Service DSS offer is the Web-based call management system Advanced Field Solution (AFS) to provide further efficiencies and value added services around our maintenance, support and CLC offerings
Web-Based Call Management System Features:
- Real- time call information can be logged, updated and managed.
- Easy and secure access to the System via the Internet
- Ability to log and track the progress of any and all requests for Support
- The Software is feature-rich and includes a wide variety of Reporting functions
Using this system DSS can offer our customers:
- 24 x 365 fault logging over the web if required
- Online fault call status tracking available to out customers at all times
- Online customer reports on your service history instantly available
- Issues are highlighted and can be dealt with immediately
- No web site downtime (due to the security, resilience and duplication of the AFS central server)
- Significant level of security
- Engineer call-logging
Advanced Field Solutions is totally focused on service management. This, and the fact that it is a web-based ASP solution, allow us to make the product extremely easy to use by simplifying and streamlining the data capture screens.
Our Field Service Engineers (FSE) are equipped with PDAs to allow direct access to the current call detail. The FSEs can update call details directly.